Description

At AAA Western and Central New York, our Associates are committed to providing our members with a totally satisfying experience. Therefore, we seek Associates who are dedicated to this purpose, people who truly demonstrate compassion, empathy and unsurpassed service. These are the people that help us create a loyal membership base that strengthens our mission-to be our members' most trusted provider of high quality automotive, travel, insurance and other relevant products and services that offer safety, security, peace of mind, value and convenience.

AAA Western and Central New York is regularly recognized as one of the best & healthiest places to work in the WNY & CNY area. In addition to a market competitive salary, Associates are eligible for a wide selection of benefits (dependent upon position) including:

Medical, Dental, Life and AD&D Insurance

Flexible work schedules

Pre-Tax & Roth 401(k) plan with company match

Health Spending Accounts with company contribution & Flexible Spending Accounts

Company Paid Short-term & Long-term disability

Paid time off

Tuition reimbursement & company-paid training programs

FREE AAA membership & travel / product discounts

Paid Volunteer Time Off

Job Responsibilities

30% Strategic Planning : Evaluate area resource requirements and performance improvements by analyzing metrics to determine where additional facilities are needed, or performance improvements are required. Screen and evaluate potential partners and present a preview of the role and benefits. Facilitate the filing and completion of AAA contracts and requirements for joining the program. Assess and ensure that minimum facility requirements are met and that the contractor or repair shop provides high quality service. Manage the contract renewal process based on Club policies and contractor or repair shop performance. Create regional business plan to reach annual determined targets and manage performance in assigned area to meet these targets.

25% Performance Oversight : Monitor performance measurements and practices to determine inefficient processes and identify opportunities for improvement. Offer and promote alternative solutions and takes steps to implement. Communicate KPIs relative to performance standards, discuss scores, and assess trends over time. Develop analyses for contractors as needed to better understand trends and identify opportunities to grow their business. Promote AAA programs. Document performance issues and recommend appropriate actions for improvement.

25% Relationship Management : Develop and maintain strong relationships to ensure compliance, performance and reinforce AAA programs. Orient new facilities on AAA operations, procedures, Key Performance Indicators (KPI), compensation, and other related topics. Coordinate training for employees of new contractors on AAA ERS procedures, AAA Systems and Technology, and member service expectations.

20% Member Satisfaction : Ensure a consistent, high level of service is provided to Members. Maintain proper coverage to ensure desired service levels are met. Conduct investigations on damage and service complains by gathering pertinent information and data from members and contractors. Identify the level of involvement needed and delegate the resolution of the complaint or claim to relevant business line staff as needed. Provide input on any necessary mediation and measures necessary to settle issues and ensure member and customer satisfaction.

Job Specific Requirements

Experience with B2B and B2C sales

Passionate & knowledgeable about the automotive industry, including but not limited to: automotive repair, batteries, & emergency roadside service

Business skills including understanding of basic accounting principles

Strong interpersonal skills & proven ability to manage business relationships & performance

Proficiency with Microsoft Office products, CRM tools, and ability to effectively navigate multiple systems

High level of organization & strong written and verbal communication skills

Ability to travel as needed and maintain a valid NYS driver's license with a satisfactory driving record

Ability to work evenings, weekends, & holidays as needed

Regular travel within Club territory, with overnight travel as needed

Physical Requirements

Ability to perform routine office tasks that includes operating a computer for long periods of time, sitting, filing and communicating on the phone

Ability to perform all physical functions consistent with travel including sitting in airplanes and driving for long periods of time

Must be able to lift, carry, push, pull a maximum of 30 lbs

Starting pay range: $60,000 - $71,000

Qualifications

Education

Required

Bachelors or better in Business Administration

Experience

Required

3 years: Automotive account management experience

Preferred

A thorough knowledge of both AAA and industry service operations and procedures.

Experience working with multiple locations.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.

AAA of Western & Central NY

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